Manager, Voice of the Customer
Klaviyo is hiring our first Manager, Voice of the Customer (VoC) to establish our VoC program and deliver actionable insights to our business. You'll own our NPS and CSAT, and develop customer stories from the insights you've collected. You'll collaborate across our Customer Success organization to build and execute our Customer Advisory Board. Our ideal candidate is obsessed with measuring and improving customer experience.
How You’ll Make a Difference:
- Own and drive a comprehensive Voice of the customer strategy for Klaviyo, including ownership of NPS, CSAT, and all mechanisms of customer feedback
- Deliver analyses and reporting of customer feedback, journeys and pain points using leading methodologies to drive Klaviyo core business objectives
- Develop compelling “ customer stories” that convey the meaningful synthesized insights collaboratively with customer success teams and stakeholders
- Capture, synthesize, and interpret disparate quantitative data within the context of business objectives, identify trends, and explore data through segments and cohorts
- Project manage the development of surveys, analysis, and continuous improvements
- Partner with cross-functional leadership to develop, prioritize, track program goals
Who You are:
- Experience with project management in a hyper growth environment
- Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required
- Ability to translate complex technical issues into clear, concise problem statements
- A “customer-first” mentality to consistently motivate and influence others to improve the customer experience
- Ability to command a room and inspire a variety of decision-makers and cross functional teams; you’ll be working with individual contributors all the way through CXO’s
- Enthusiastic about technology with demonstrated technical aptitude
- Excellent communication; both interpersonal skills and writing skills needed
- Strong project management skills and an ability to multitask, work independently in a fast paced environment
- Enthusiastic on building a world-class, scalable customer experience
Get to know Klaviyo
Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.